Genesys Cloud FedRAMP region release notes

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See what’s new in Genesys Cloud FedRAMP region

View current and past releases below. Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.

For a preview of Genesys Cloud’s next release, see FedRAMP region – Features coming soon. For other upcoming features, see Platform announcements.

For announcements about our development platform and public APIs, see the Genesys Cloud Developer Forum.

Genesys Cloud FedRAMP region – December 9, 2024 New

Account management

  • Control scripts access based on division membership

Customer engagement

  • Outbound WhatsApp message on behalf of a queue

Data, analytics, and reporting

  • Native voice transcription support for Swiss German
  • Improved native voice transcription accuracy for Spanish

Employee productivity

  • View time-off balances from an external HR system on Genesys Tempo

Open platform

  • Supporting links for operational event details

Self service and automation

  • Track and optimize flow size with enhanced insights

Workforce engagement

  • Improved workforce management schedule editor agent filter and sort
  • Workforce management weekly staffing requirements with ABM forecasts
  • Improved deferred workload prediction algorithm

Deprecations and announcements

  • Deprecation: Legacy alerting system

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning

View details

Genesys Cloud FedRAMP region – December 2, 2024

Account management

  • Audit Viewer granular detail of role changes

Customer engagement

  • View Mobile Journey Tracking for enhanced agent insights
  • Web messaging Hungarian, Ukrainian, and Vietnamese support

Employee productivity

  • Preview active emails in queue and parked emails
  • Collaborate chat hyperlink ability

View details

Genesys Cloud FedRAMP region – November 18, 2024

Customer engagement

  • Quick replies, cards, and carousels for open messaging
  • Third-party Facebook, Instagram, and WhatsApp messaging 
  • Automatically pause co-browse session for specific pages
  • Real-time WhatsApp message status tracking
  • External Contacts external ID support
  • Workitems List View filter and sort support

Data, analytics, and reporting

  • Enhanced bulk import for external contacts

Workforce engagement

  • GCBA proxy server support
  • Enhanced date format display for workforce management agents

View details

Genesys Cloud FedRAMP region – November 11, 2024

Customer engagement

  • Enable UUI retrieval from outbound call responses

Employee productivity

  • Improved agent messaging interface
  • Keyboard support for DTMF input in embedded framework

Open platform

  • Genesys Cloud Voice number management UI improvements

View details